The technician should recommend Window safe mode for the machine where the antimalware software cannot remove all of the malware.
What is safe mode in windows?
Safe Mode is a special way which Windows loads when there is a system-critical problem that interferes with the normal operation of Windows. The purpose of Safe Mode is to allow you to troubleshoot Windows and try to determine what is causing it to not function correctly. Once you have corrected the problem, then you can reboot and Windows will load normally.
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